Vice President, Global Fraud Servicing Operations

Company: american express
Location: Phoenix
Posted on: January 13, 2026

Job Description:

At American Express, our culture is built on a 175-year history of innovation, shared values and Leadership Behaviors, and an unwavering commitment to back our customers, communities, and colleagues. As part of Team Amex, youll experience this powerful backing with comprehensive support for your holistic well-being and many opportunities to learn new skills, develop as a leader, and grow your career. Here, your voice and ideas matter, your work makes an impact, and together, you will help us define the future of American Express. The Global Services (GS) team is comprised of several interconnected business units which collectively provide service on a global scale, playing a central role in helping American Express achieve its vision of being the world’s most respected service brand. As part of GS, the Global Credit and Fraud Operations (GCFO) organization plays a vital role in providing the world’s best customer experience over various cardmember journeys from new acquisitions to Credit & Collections, ensuring we protect the company’s assets & brand. As part of GCFO, Global Fraud oversees the end-to-end management of Fraud & Authorization Servicing and Claims processing worldwide. Our mission is to ensure every interaction is managed with precision, care, and an unwavering commitment to protecting both our customers and our company. We are seeking a dynamic and strategic colleague to serve as Vice President of Global Fraud, with a focus on US Fraud Servicing and claim processing. This leader will play a pivotal role in shaping and executing our global fraud strategy, ensuring regulatory compliance, optimizing claim operations, and delivering exceptional outcomes for our customers. The ideal candidate will have deep expertise in fraud regulations, a proven ability to lead large-scale global teams, and the vision to inspire and motivate organizations across multiple geographies. Roles & Responsibilities • Develop and drive the global fraud claims strategy, ensuring operational excellence and alignment with enterprise risk management and customer experience objectives. • Oversee the end-to-end process for fraud claims, including intake, investigation, and resolution; design policies and frameworks that balance risk mitigation, efficiency, and customer satisfaction. • Ensure adherence to all regulatory and industry requirements related to fraud claims; partner closely with Legal, Compliance, and Risk teams to stay ahead of regulatory changes. • Lead a customer-first approach by creating processes that resolve claims efficiently, transparently, and in ways that reinforce customer trust. • Drive innovation, automation, and process improvements to strengthen scalability, accuracy, and efficiency. • Lead, inspire, and develop large, diverse, and geographically distributed teams; foster a culture of accountability, collaboration, and continuous improvement. • Work in partnership with Product, Technology, Operations, and Business Unit leaders to deliver integrated fraud solutions and support enterprise growth. • Use analytics and reporting to identify fraud trends, evaluate performance, and shape proactive prevention strategies. • Responsible for running a multimillion budget and influencing decisions on capabilities and technology investments, minimizing losses and maximizing collections while improving margins. • Partner with the Colleague Experience Group (CEG) and Training teams to build recruitment and retention strategies for talent. • Leverage market insights and external trends to strengthen Global Fraud operations strategies, ensuring we continue to be proactive and stay on top of emerging trends. Qualifications • 10 years of fraud management, financial services, or related experience, including at least 8 years in leadership roles. • In-depth knowledge of fraud regulations, claims processes, and compliance requirements across US. • Proven success in leading and scaling complex, large-scale, global teams. • Proven ability to manage multiple priorities in a fast-paced, evolving environment. • Track record of enhancing customer experience through process transformation and operational excellence. • Inspirational leader with the ability to engage, motivate, and develop talent at all levels. • Self-starter, comfortable with ambiguity and a quick learner with ability to adapt to new situations. • Clear and effective communication skills across all levels and be able to communicate across all mediums i.e. verbal, written and ability to craft clear, compelling story telling through Power Point. • Bachelor’s degree required • Employment eligibility to work with American Express in the U.S is required as the company will not pursue visa sponsorship for these positions Salary Range: $176,750.00 to $282,000.00 annually bonus equity (if applicable) benefits The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we’ll consider your location, experience, and other job-related factors. We back you with benefits that support your holistic well-being so you can be and deliver your best. This means caring for you and your loved ones physical, financial, and mental health, as well as providing the flexibility you need to thrive personally and professionally: • Competitive base salaries • Bonus incentives • 6% Company Match on retirement savings plan • Free financial coaching and financial well-being support • Comprehensive medical, dental, vision, life insurance, and disability benefits • Flexible working model with hybrid, onsite or virtual arrangements depending on role and business need • 20 weeks paid parental leave for all parents, regardless of gender, offered for pregnancy, adoption or surrogacy • Free access to global on-site wellness centers staffed with nurses and doctors (depending on location) • Free and confidential counseling support through our Healthy Minds program • Career development and training opportunities

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